ComplaintsforVisionworks

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I need to make sure my insurance will not be billed for my "appointment" today. I was unaware of it being telehealth and that my visit would not be with a real doctor ******* at the office as I was only informed of this in the middle of the exam. The procedure also felt laggy due to technical limitations and was completely uncomfortable as well. Any of the results obtained might as well be discarded since the aforementioned made it too distracting for me to accurately assess visual stimuli *******ed during the tests. The employees I dealt with were very friendly, in contrast to the negative overall experience this was for me and I did appreciate that. I would've, without hesitation, scheduled elsewhere had this videocalling stuff been communicated with me at any point before I came in to be seen.

  Business response

  06/10/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***********************.  After reviewing the details of the complaint, we have confirmed with management that insurance was not billed for an eye exam.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business and find the resolution satisfactory.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a set of designer sunglasses back in July of 2023. I did not receive them until the end August/early September because the first pair were "lost", I paid $250 for these sunglasses and they seem to be defective. I just started wearing them like 2 months ago because I got them so late in the summer last year I didn't get a chance to wear them. The jewelry on the sunglasses have started falling off and the glasses themselves seem to have overstretched. I have had them adjusted twice and they continue to overstretched. I did not appreciate how it was assumed that I put them over my head. This is not such a case. I tried to explain that they are defective and I would like a replacement. I was offered nothing but a 60 percent discount on the next pair of glasses. I love the glasses but I cannot wear them. I should not have a pair of glasses that I paid $250 for sitting around not being able to wear them because they are no good

  Business response

  06/05/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************.  After reviewing the details of the complaint, management has reached out and invited ****** in for a one time replacement pair.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ****** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Run do not walk away from VisionWorks. They discriminate and are guilty of exploiting the elderly. I have been using VisionWorks for years for my eyewear and even referred others there in the past. But on my last visit there they were all disorganized and provided poor customer service. After the eye exam and time to discuss glasses all the employees ignored me. So, I walked out, I wish I had never returned, but I did the next day, because the doctor said my eyewear needed a tune up. I have a patient record there and they pulled it up. Then they called my insurance company and had a conversation, then they received a fax with my benefits. When the fax was received the Black woman employee who was servicing me went to the older white guy and they were whispering something. Then the woman returned, sat down proceeding to tell me what frames and lens my eye plan included. She worked up the glasses according to the plan benefits, deliberately deceiving me, knowing that they were no longer a participating provider, and they would not be paid a dime. This is where she and her coworker exploited me as an elderly client, and discriminated against me as a disabled, elderly, Black, woman. Because I saw a White man come in to make an appointment and they informed him that they did not take his insurance. But they, purposely withheld that information from me, she and her coworker clearly knew what they were doing was dishonest. Weeks later I get a notice that my ****************** plan no longer uses *********** as a participating provider, and I would owe them $900.00 for my glasses. In the state of this economy there is no way I would knowingly make a purchase like this without planning and saving. I will never recommend this unethical company that instructs its employees to do their evil bidding. As a God-fearing woman soon to meet our maker, I can assure you that the mighty dollar is not worth your salvation and that everything you do comes right back to you, good or evil.

  Business response

  05/21/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************.  After reviewing the details of the complaint, our Territory Director has spoken to **** and reviewed the insurance billing in detail.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank **** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into Vision works on 6/28/19 to order glasses and prescription sunglasses. The prescription sunglasses were useless in the sun. Fast forward- when my eyes were recently refracted, the provider I saw stated, well your reading vision has changed immensely. When I said to what they said 2.5. I said that was what it has been. Long story short, vision works filled my glasses WITH THE WRONG PRESCRIPTION of 2.0 Needless to say I did not go back to vision works for my most recent pair. I reported them to my insurance company but want others to be aware that Vision Works may be a busy business, but if they cant be counted on to fill the correct prescription, they are useless as a company.

  Business response

  05/17/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************************.  After reviewing the details of the complaint, a member of management has reached out to *****. The work order shows the glasses were ordered correctly. In order for us to determine if the glasses were fabricated incorrectly we will need to inspect the glasses. ***** has been invited to visit the store to work with our General Manager when she has the time.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contacted this business at least 6 times since March ************************************************************** january. My flexible spending account has been suspended because i was unable to provide a receipt. each time I called i waited a minumum of ***** minutes on hold and i was told that a ticket was created and nothing was ever done to fulfil my request. April 29, 2024 i finally spoke to a manager after many attempts to reach one and being ignored and told i could not speak to any managers. This person told me I would receive the receipt in the mail within 10 business days. I am currently on hold again for the second time today for over 15 minutes and i am demanading that someone help me because i cannot deal with this business any longer. **************** is terrible; rude, slow, lazy and they have LIED to me since March.

  Business response

  05/16/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *****************************.  After reviewing the details of the complaint, we have reached out to ******. Hold times for our billing team can vary depending on call volume and ******'s concern with reaching a supervisor by phone is being addressed. Our billing team requires a multi-factor authentication process in order to release information. ****** has been advised the patient seen will need to contact our billing team in order to request an itemized receipt.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ****** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eye Master's is doubling billing clients - refused service on 5.15.24 due to a balance they stated I had. We kept tell the Manager ******** who was very rude that we should not have a balance because we have VSP eye insurance. She was not willing to help and again very nasty. When we returned home logged into VSP site and saw the claim they submitted and was paid for. What they were trying to do was also bill my health insurance for some reason and tried to bill to a provider called Spectera - I do not have that insurance we are covered under UHC. My question is if VSP already paided the bill why are you trying to bill my health insurance and refusing service because you state we have a balance. See the claim that was paid via VSP

  Business response

  05/16/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, the concern involves an eye doctor that is independent from Visionworks retail. We have advised that since store experience and billing is with an independent doctor of optometry and not our retail store the concerns would need to be addressed with the doctor's ****** directly.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased glasses thru my insurance as well ad paid out of pocket for modifications, but had to be seen by a specialist for Cataract issues, needed surgery, canceled the order for the glasses and they explained once I received my new prescription they would finish the order (less than 7 days after purchase, well now they said they refunded me but it was to the wrong card and never confirmed the refund, now they wont refund me at all. I have ******** Ins and I also gave them MY correct debit card info and they wont refund my money and want me to use it to buy glasses from them instead of using my insurance. I have proof that they did issue a rufund to a card that doesn't belong to me. I need reading glasses and this is becoming a bigger issue

  Business response

  05/28/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************************.  After reviewing the details of the complaint, we have confirmed with our Sales Audit team that the refund was processed back to the original card used at the time of the purchase. Management has reached out to ******* to offer a copy of the purchase and refund receipts.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a letter from Vision works that I was entitled to receive a refund of $36.00 To date, no refund and no respond to their letter. Please see the attached letter. I know want to see a full account of my purchase of 4/22/2023 as it was over $600.00. Can you please help me? Visionworks will not answer their phone. They may owe me more then $36.00.

  Business response

  05/31/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, **** was contacted. **** confirmed she has received the check and was provided an itemized receipt of her purchase and advised she can contact her insurance provider directly for an explanation of benefits.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank **** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It saddens me that I had to go to this length to receive and refund check and an explanation. Thank you,, but I believe this should stay posted on you site, so others don't have to deal with what I did.

  
  Regards,
  
  *******************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 31, 2023 I had an exam at the ******************************** *************************** location which I brought my own ***** frames. Upon completing my order I also gave the case to the young lady. I called this location continuously because I never received an email notification that my glasses were ready and every time I checked online it always said processing and the 2 week timeframe had passed. I eventually spoke with someone in customer service and she wasnt able to reach anyone either. I eventually had to leave my home and asked voiced my frustration about how no one ever answers the phone. Come to find out my glasses were in the store but not in the ***** case. I was told that the young lady who completed my order was not supposed to have taken my case. The lady couldnt find it and told me to call the following day which was a Monday. Well Im calling and calling and once again no one is answering. After work I have to leave my home yet again because no one answers the phone and thankfully the manager had my case but no one thought to call me to let me know. I asked the manager why does no one ever answer this phone but no one seem to know why. I have another appointment on May 4th for contacts. The following day I try calling to let them know that something is wrong because I cant see close up and everything is blurry and guess what, no one answers. I call twice. I leave my home to go there. I get there an hour before closing, the door is locked, the lady unlocks it, I tell her my issue, and she asks me to come back tomorrow because theres no doctor there. Doesnt take my name or anything. Prior to scheduling that appointment, I had an insurance related question and I called, no one answered. I got through to customer service and they scheduled the appointment and said that they would send them a note because they couldnt reach them either and someone would call me before my appointment which they never did. This is unacceptable!!!

  Business response

  06/03/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************************.  After reviewing the details of the complaint, a member of management has reached out to ********. ******** is scheduled for a follow up.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the initial visit for exam and glasses I explained what I used my glasses for and I just wanted what I had with little stronger prescription. Not being familiar with different types I trusted the doctor and business to understand after they verified by script on current glasses and what I use them for. After exam I ordered both a new pair along with lens replacement in frames I already owned. Upon picking up the order and arriving at home I tried them on and noticed 5/6 of the glasses were not usable for what I needed them for (computer and reading only). I went in to say these wont work, and of course them being in the business the manger told the girl to pop out the lens for return (knowing it would then leave my frames useless being a rimless frame and no other glass company could put in lens after that). So I ended up returning the new frame I bought and trying to fix the frames trying to avoid loosing the use of my favorite frame so the manager went and read my other current useful glasses saying its a workplace progressive so they remade as this (2nd time) I said I think its single vision but they made workplace progressive. Upon receipt these didnt work went in for 3rd time someone finally gave me single vision but upon receipt what was given was weaker than what I was using. Went in for the 4th time to find 2 ladies saying they cant help because new and no one in store to help me saying manager running late, I asked why service was so bad and why I cant get my original lens back, long story short they said I get the bad service and poor service because vision works doesnt pay their employees well enough. Corp. and district manager also useless referring me back to store manager causing the issues, saying I need to bring lens back for refund but I need lens in for new company to make, they said get lens back after new ones makes lens, while their own company wont give me my lens back.

  Business response

  05/06/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************************.  After reviewing the details of the complaint, a member of management has spoken to ***** and a refund was issued.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩